Examining the Effectiveness of e-Governance on Public Service Delivery: A Case Study of Lusaka City Council’s Online Payment

Digital transformation is redefining government service delivery worldwide, and Lusaka City Council (LCC) has joined this shift through the Lusaka Integrated Management System (LIMS) and online permit portals aimed at addressing inefficiencies, delays, and corruption in paper-based systems. This study examined the effectiveness of these platforms in improving service delivery, gauging user satisfaction, and identifying challenges that affect implementation and sustainability. Guided by the Technology Acceptance Model (TAM), the research analyzed how perceived usefulness and ease of use influence adoption and outcomes among staff and citizens. A descriptive survey and case study design were used, combining quantitative and qualitative approaches with a sample of 50 respondents, including LCC officials, IT specialists, community leaders, and service users. Data collection methods included structured surveys, semi-structured interviews, and document reviews, while analysis was conducted using descriptive statistics in STATA and thematic interpretation of qualitative responses. Findings revealed that 68% of respondents believed the system significantly reduced the time taken to issue permits, citing better information access, application tracking, and reduced in-person interactions. Adoption levels were high, with only 4% of respondents not using the platform, though resistance was noted among some long-serving staff. Corroborating this, ZICTA (2023) found that 66% of Lusaka residents rated LIMS effective in reducing turnaround times and improving transparency. However, persistent constraints were identified, including unstable internet connectivity, system downtime, limited digital literacy, staff reluctance, and resource limitations. These challenges undermine ease of use, leading at times to partial adoption or fall-back to manual processes. The study concludes that while LIMS has improved transparency and efficiency, sustainable success requires addressing these systemic issues. Five priority actions were highlighted: strengthening infrastructure and system reliability, investing in digital literacy and staff training, embedding user feedback mechanisms, ensuring governance and sustainability through clear platform ownership and possible public–private partnerships, and enhancing transparency with automated audit trails. Overall, the study demonstrates that LCC’s online permit systems are meaningfully improving public service delivery but require stronger investment in infrastructure, capacity building, and change management to maximize their potential. Strategic reforms can consolidate current gains, increase citizen trust, and position Lusaka as a model of effective e-governance in Zambia and beyond.